SDI SD0-302 問題集

質問 1：
Which of these options best describes a set of procedures to be followed when developing an SKMS?
A. Procedures to test the ongoing value of the information in the SKMS
B. Procedures to test the cost savings of the SKMS
C. Procedures to test the ongoing value of changes to the SKMS
D. Procedures to test the content of the SKMS
正解：A

質問 2：
Which of these options best describes common technologies used by the Service Desk?
A. PBX, ITIL and IVR
B. AVR, E-talk and Wikis
C. E-Mail, Blogs, SLAs
D. IM, KPIs and AVR
正解：B

質問 3：
Which of the following options is an effective listening skill?
A. Take notes but do not write constantly
B. Interrupt when you feel you have something important to say
C. Close your eyes to concentrate better
D. Maintain a neutral facial expression
正解：A

質問 4：
If you had to select a benefit of an ACD from this list, which would you choose?
A. It will help reduce the number of low priority calls handled
B. It will help to keep the technology up to date within industry best practice
C. It will help with call management techniques such as skills-based routing
D. It will help reduce the amount of time spent on each call
正解：C

質問 5：
Performing a skills gap analysis and identifying appropriate salary levels are preparatory requirements for what?
A. Service Catalogue definition
B. Service Level Agreement negotiation
C. Skills Matrix creation
D. Service Desk recruitment
正解：D

質問 6：
Your Service Desk staff use the SKMS (Service Knowledge Management System) extensively. Which of these options best describes a benefit of having the SKMS available to them?
A. It offers opportunities for cross-training to take place
B. It reduces the number of incidents requiring escalation to other teams
C. It provides new starters with induction training
D. It creates a silo approach for the availability of knowledge
正解：B

質問 7：
Which of these options is NOT a responsibility of the Service Desk?
A. Developing and implementing Service Desk goals that integrate with business objectives
B. Maintaining the highest level of productive IT time for users in accordance with the SLA
C. Representing the IT organisation to its users
D. Providing the user with root cause analysis for Incidents resolved at first level
正解：D

質問 8：
Which of these options is the best way in which you can use formal or informal networks to help develop your ideas?
A. Develop scenarios that will demonstrate how your suggestions and plans will raise every ones profiles
B. Hold meetings with your team to discuss aspects of your proposals
C. Recommend holding off-site meetings in a local pub
D. Hold meetings with stakeholders to obtain their support for your proposals
正解：D